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What is Relay?

"Relay is an intelligent omnichannel customer service platform that helps teams efficiently support technology across distributed locations. "

Relay is an intelligent platform for technical support and customer service that enables you to deliver simple, predictive, and personal experiences at scale.

Relay is powered by the Relay Technology Index, the most comprehensive global index of business technology currently available. The Relay Technology Index combines a universal technology dictionary with curated knowledge and insights from millions of support interactions. Relay uses artificial intelligence and bots to distill and deliver this knowledge in concise and digestible conversational responses to your agents, or directly to your customers across the communication channels they use every day. Each interaction in Relay is utilized to understand each customer’s technology profile resulting in personalization and efficiency. The more you use it, the smarter it gets.

Relay also has an expert network where you can seamlessly access remote and field services to augment your existing operations without adding headcount.

Relay scored 29/100 in the Customer Service category.
This is based on user satisfaction (100/100), press buzz (20/100), recent user trends (falling), and other relevant information on Relay gathered from around the web.

The score for this service has declined over the past month. What is this?

Relay User Reviews

Excellent! Must have software

May 23, 2018
Derek Henmi
// President & Co-Founder at VividPayments

What do you like about Relay?

• Easy to use – simple interface
• Automation that actually helps
• Great onboarding and customer service whenever I need help
• Bots are awesome
• Easy multi-tasking
• Single queue makes it easy to manage all conversations
• Team chat makes it easy to work with vendors
• Easy pre-built integrations to other systems and good APIs
• Detailed reporting across team performance and ways to make operational improvements
• Nice not having to pay per user so the entire team can be on it and work together

What do you dislike about Relay?

• So many functions sometimes it’s hard to use them all, but once you learn it it’s great.
• The bot building interface takes a little bit to get used to it
• More flexibility in the platform would be nice (custom views, etc.)
• Reporting is robust, but I wish I had more control over it to create custom reports from scratch

What have you been using it for and what problems did Relay solve?

We use Relay as the single software to support all of our customers. Relay has allowed us to add chat and SMS for support while making it easier and faster to respond to everyone. We have been able to automate a lot of our easy daily questions with bots.